Complaints Policy for Residential Customers

COMPLAINTS POLICY FOR RESIDENTIAL CUSTOMERS

Flooring Matters SW Ltd always endeavours to provide the best service for every customer. However, on rare occasions, there may be times where a customer may not be completely satisfied.  To ensure the business is able to put things right as soon as possible, please read our complaints procedure below.  We will then be able to respond promptly to ensure complete satisfaction.

As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out based on the contract terms and the high standards we aim to achieve.

In the unlikely event there is anything you are not completely satisfied with, please contact us as soon so the problems can be rectified as soon as possible.

Our Procedure

Either call, email or write* to us. We aim to respond within 5 days of receiving your complaint and where possible, will provide you with a date to remedy any issues raised.

Address:  Flooring Matters SW Ltd, 18 – 19, Samara Business Park, Cavalier Rd, Heathfield, Newton Abbot TQ12 6TR

Email: Info@flooringmatters – Please mark the email as URGENT

Phone: 01626 834637

Where the business is unable to resolve your complaint using the business complaints procedure, as a Which? Trusted Trader we use Which?’s dispute resolution Provider for dispute resolution. In the unlikely event that the business cannot remedy your complaint to your satisfaction you may wish to refer your complaint to them. If you wish to do so please contact Which? Trusted traders in the first instance on 02922670040.

*please request proof of receipt if posting

V1-issued 25/11/2024